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Limited Or No Connectivity


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#1 WaltM

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Posted 19 January 2008 - 05:02 PM

My daughter's computer lost connectivity to the internet after she clicked "OK" to a message asking if she wanted to upgrade her firewall. Her computer uses an Asus P4P800-VM motherboard with an onboard Ethernet card, and XP Pro. Her ISP is Comcast and she has a Motorola Surfboard 5102 cable modem that connects to her Ethernet port.

The computer won't load any page from the Internet although it can ping google.com and 64.233.169.147 from the command line. The local area connection icon on the lower right corner of the monitor screen says "Limited or No Connectivity".

I can't use System Restore because I uninstalled Norton System Works and Go Back. I didn't realize until after I removed the application that nothing is saved in System Restore when Go Back is installed. I can't find the original System Works disk to reinstall the application.

Device Manager indicates that the system has two network adaptors; one is the onboard Ethernet card and the other is the Surfboard modem. I think that having two network adaptors causing this problem but, no matter what I do, the Surfboard ends up being detected and installed as a network adaptor.

Iím out of ideas. Can anyone suggest what I should try next?

Thank you.

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#2 hamluis

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Posted 19 January 2008 - 05:18 PM

Recycle the connection...remove the power plug from the Motorola modem for a few seconds, then connect it again.

The NIC is one device, the modem is another. The modem should be reflected as a modem, the NIC is the network adapter.

If you have the modem connected directly to your system, both should be reflected in Device Manager.

What firewall would that be that you mention in your post?

Louis

#3 WaltM

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Posted 19 January 2008 - 05:41 PM

I recycled the connection but that doesn't change anything. I've also uninstalled modem from network adaptors, rebooted the computer, allowed the system to detect the modem as new hardware, directed the driver install to a current driver. However, no matter what I try, the modem always gets installed as a network adaptor.

The firewall was ZoneAlarm. The computer is using the XP firewall now.

My own system is similar to my daughter's, it uses an Asus P4P800 MB with a different onboard NIC card, XP, and the same cable modem. Device Manager on my computer lists a single network adaptor, the onboard NIC card, but it does not list the modem anywhere ... this is most likely how it should look on my daughter's computer.

#4 hamluis

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Posted 19 January 2008 - 06:59 PM

Do either of these systems use a router?

I use a Motorola 5100 modem, but I connect it to a router.

Then I set up my home network and designate the router as a residential gateway connection. The modem appears nowhere on my system.

You say that you have two computers using the same cable modem as the Internet connection...is this a home network? Did you use the Network Wizard to set it up?

If so, I suspect that your modem should have been designated as a residential gateway...and the setup probably depicts one computer connecting through the other (which is not accurate).

Long ago when I first set up my home network, that was how I tried it and also received various limited/no connectivity warnings...until I changed the way that I had it set up.

The one variable which you can easily check on both systems....make sure that the protocols enabled for your connection on the Good Computer matches the protocols enabled on the Limited Connection system. The way to do this is to click on the connection, click Properties...write down the checked items in the windows...and then go to the computer with the problems and make sure that the same items are reflected for that computer as are for the Good Computer.

Louis

#5 WaltM

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Posted 19 January 2008 - 07:31 PM

Louis,

My daughter and I live in different cities and neither of us uses a router nor have home networks. Our commuters are similar in that they both use Asus motherboards with onboard NIC cards, and that they both use the same model cable modem. I apologize for not describing our situation clearly.

Walt ...

#6 WaltM

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Posted 19 January 2008 - 07:36 PM

The connection protocol on both computers are set the same.

Walt ...

#7 hamluis

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Posted 19 January 2008 - 08:25 PM

I have no answers...I don't use ZA, but I fail to see that a software firewall update would impact connectivity, since updates just roll over current configuration settings.

Louis

#8 WaltM

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Posted 19 January 2008 - 09:12 PM

I'm not sure whether the firewall update actually had anything to do with the problem, however, internet connectivity was lost after the firewall update. I believe that the problem now is that the computer thinks it has two network adaptors and, I think that if I can get the modem to install as a modem and not as an adaptor, I'll have it licked.

Louis, I appreciate your suggestions. Thank you.

#9 usasma

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Posted 20 January 2008 - 08:06 AM

I've used several Asus motherboards with the Motorola modems and have never had them detected as a hardware device on my systems. I would disable the one that says Surfboard modem and see if that helps with connectivity. If not, re-enable it and then disable the other network device to see if that helps.

I suspect that the download was related to updating some components of your Norton products - and wonder if removing them with the Norton Removal Tool will help (free here: http://service1.symantec.com/SUPPORT/tsgen...005033108162039 )
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